Refund and Return Policy

Effective Date: December 19, 2024

At Nova Digital Rise, we value our customers and strive to ensure your satisfaction with every purchase. However, we understand that sometimes things don’t work out. Our Refund and Return Policy outlines the terms and conditions for returning products, obtaining refunds, and exchanges. By purchasing from our website, www.novadigitalrise.com, you agree to the terms of this policy.

1. General Terms

1.1 Eligibility for Return or Refund
We offer a 30-day return period for most items. To be eligible for a return or refund, the following conditions must be met:

  • The product must be in original, unused condition.
  • The item must be returned within 30 days from the date of delivery.
  • The product must be returned with its original packaging, including any accessories, manuals, and documentation.
  • Items marked as non-returnable, such as personalized or customized products, or products marked as final sale, are not eligible for a return or refund.

1.2 Non-Returnable Items
The following items are not eligible for return or refund:

  • Personalized or custom-made products.
  • Gift cards or downloadable content.
  • Clearance, final sale, or discounted items.

1.3 Return and Refund Process
To initiate a return or refund, please contact our customer service team at info@novadigitalrise.com or call us at 423-345-3871. You will be provided with a return authorization and return shipping instructions.

2. Return Process

2.1 Requesting a Return
To begin the return process, please contact us within 30 days from the date you received the product. Provide the following details in your email or call:

  • Order number
  • Product name and SKU (if available)
  • Reason for return
  • If requesting an exchange, specify the item or size you’d prefer

Once we have this information, we will process your return request and send you detailed instructions on how to return the product.

2.2 Return Shipping Costs
Customers are generally responsible for the cost of return shipping, unless the item was received damaged, defective, or the wrong item was shipped. If you believe your product qualifies for a free return due to these reasons, please contact our customer service team for assistance. We will provide a return label in such cases.

2.3 Return Shipping Address
After your return is authorized, we will provide you with the return shipping address. Please be sure to follow the return instructions carefully, including securely packaging the product to prevent any damage during transit.

2.4 Restocking Fees
In certain cases, a restocking fee may apply. This fee is typically 10%-15% of the purchase price and will be deducted from the refund amount. Restocking fees may apply to the following:

  • Products returned in used or non-resalable condition.
  • Returns that are not in their original packaging or missing accessories.

3. Refund Process

3.1 Refund Methods
Once we receive your returned item and verify that it meets our return conditions, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

  • Credit or Debit Card: Refunds will be processed back to the original card used at checkout.
  • PayPal: Refunds will be credited to the PayPal account used for the purchase.
  • Other Payment Methods: Refunds will be processed based on the payment method used.

Please note that it may take 7-10 business days for the refund to appear on your account, depending on your payment provider’s processing time.

3.2 Partial Refunds
If your returned product is missing parts or is not in its original condition, we reserve the right to issue a partial refund. Additionally, if the return falls outside the 30-day return window, a partial refund may be issued.

3.3 Refund Denials
Refunds may be denied under the following circumstances:

  • The returned item does not meet the eligibility criteria outlined in this policy.
  • The item is returned after the 30-day return window.
  • The item is damaged, altered, or used.
  • The item is a non-returnable or final sale item.

In such cases, we will notify you about the refund denial and return the item to you at your expense.

4. Exchanges

4.1 Exchange Eligibility
If you are unsatisfied with your purchase, you may request an exchange for a different item, size, or color. The item you wish to exchange must meet the same conditions outlined in the return process (unopened, unused, with original packaging). Exchanges are subject to product availability.

4.2 Exchange Process
To exchange an item, please contact our customer service team within 30 days of receiving your order. Once your return is received and inspected, we will ship the exchange item. If there is a price difference between the returned item and the replacement item, we will either issue an additional charge or a refund to account for the price difference.

5. Defective or Damaged Products

5.1 Inspection of Products
Before shipment, all products are carefully inspected to ensure quality. However, in the event that you receive a defective or damaged product, please contact us immediately. You may be eligible for a full refund or replacement if the product:

  • Arrives damaged or defective.
  • Has a manufacturing defect.

5.2 Reporting Defective or Damaged Products
If you receive a defective or damaged product, please report the issue to us within 7 days of delivery. Provide the following information:

  • Order number
  • Description of the issue (defect or damage)
  • Photos of the damaged item, if applicable

Once we confirm that the product is defective or damaged, we will provide you with a prepaid return label to send it back. Upon receipt of the returned item, we will issue a refund or send a replacement, depending on your preference and product availability.

6. Lost or Stolen Packages

6.1 Shipping Issues
In rare cases, a package may be lost or stolen during transit. If your order is marked as delivered but you have not received it, please contact our customer service team within 7 days of the delivery date. We will assist you in contacting the carrier and resolving the issue.

6.2 Claims for Lost or Stolen Packages
If a package is confirmed lost by the carrier, we will issue a replacement or refund, depending on your preference. However, we are not responsible for lost or stolen items once they are marked as delivered by the carrier.

7. International Orders

7.1 Return Policy for International Orders
International customers are subject to the same return and exchange policy as domestic customers, with the exception that return shipping fees are the responsibility of the customer. Additionally, customs duties and taxes are not refundable.

7.2 Customs Duties and Taxes
International customers are responsible for any applicable customs duties, taxes, or import fees. These charges are not included in the price of the products or shipping fees and must be paid upon delivery.

8. Contact Us

If you have any questions or need assistance with returns, refunds, or exchanges, please feel free to contact us. We are here to help!